Abstract: Many firms are using gamification to boost customer engagement and loyalty. Gamification - the use of game design to motivate people, is a rapidly growing phenomenon as businesses try to better engage consumers. However, there is concern and debate among managers and researchers about the right approach to implement gamification, especially the usage of points, bagdes and leaderboards known as pointification. Previous empirical investigation of gamification adoption is limited, and this research extends current work through an experimental study adopting a mixed methods approach that comprised qualitative focus groups with and consumer interviews. Based on two real case examples, the rewards programs of Coca-Cola and Starbucks, this article draws on eight focus group with 51 customers and in twenty five in-depth interviews with consumers to provide an overview of the drawbacks of gamification. One of the main findings is that the trivializing approach to loyalty gamification seems to increase potential risks on the mid-term, especially in anthropomorphized brands. An integrated process is proposed to establish the effects of the different risk influences on behavioural intentions and actual buying behavior. The results indicate that a pointification strategy follows an hourglass pattern. The drawbacks were also found to influence consumer behavior in terms of engagement, buying behavior and the perception towards brand trust, brand affect and image. The implications of this study are discussed, in particular in terms of alleviating the potential risks of gamification. Also, we discuss future areas of research.

Abstract: Although training is one of the most cited critical success factors in Enterprise Resource Planning (ERP) systems implementations, few empirical studies have attempted to examine the characteristics of management of the training process within ERP implementation projects. Based on the data gathered from a sample of 158 respondents across four stakeholder groups involved in ERP implementation projects, and using a mixed method design, we have assembled a derived set of training best practices. Results suggest that the categorised list of ERP training best practices can be used to better understand training activities in ERP implementation projects. Furthermore, the results reveal that the company size and location have an impact on the relevance of training best practices. This empirical study also highlights the need to investigate the role of informal workplace trainers in ERP training activities.

Abstract: The purpose of this paper is to analyze the underlying characteristics that enable the acquisition and appropriation of external knowledge, paying special attention to the relationship between external and internal networks to support this process

2012

Esteves J. (2012). A RISK AND BENEFITS THEORETICAL MODEL TO ASSESS INTENTIONS TO ADOPT ENTERPRISE CLOUD SYSTEMS, 15th International conference of the American Society of Business and Behavioral Sciences (ASBBS), Berlin, June 2012.

ABSTRACT Cloud computing has rapidly transformed the way people and businesses consume computing resources. The adoption of enterprise cloud systems presents new challenges and offers companies new competitive opportunities - yet many are only just beginning to embrace these new opportunities. In this research-in-progress paper we explore the adoption of enterprise cloud systems - in particular software as a service (SaaS) systems. This study develops a model that predicts the intention to adopt enterprise cloud systems based on a perspective of risks and benefits and using the theory of planned behaviour.

Abstract: ERP vendors and implementers usually emphasize a positive impact of their ERP products and projects in company performance. However, the existent ERP literature and research did not attempt to establish the link between benefits of and reasons for ERP implementation, nor the attempt to determine at what point in time the various benefits are expected to materialize. Based in a pilot survey administered to a group of MBA students, we tentatively define a benefits realization roadmap for ERP usage in the context of Small and Medium Enterprises (SME). The ERP benefits roadmap suggests that a long-term vision is required in order to obtain a successful realization of the potential benefits that ERP could bring.

Abstract: The goal of this study is to provide an updated annotated bibliography of ERP publications published in the main IS conferences and journals during the period 2001-2005, categorizing them through an ERP lifecycle based framework that is structured in phases. The first version of this bibliography was published in 2001 (Esteves and Pastor, 2001c). However, so far, we have extended the bibliography with a significant number of new publications in all the categories used in this paper. We also reviewed the categories and some incongruities were eliminated. Furthermore, we present topics for further research in each phase.

Abstract: This research-in-progress study proposes a research model to analyze the benefits of Enterprise Systems (ES), by using disconfirmation theory as a theoretical basis. We review and extend previous models by including the needs/desires of users as a disconfirmation construct and by separating needs/desires and expectations of the ES from the information provided by the ES. We suggest that both elements have an impact on the overall perceived net benefits of the ES used within an organization. Furthermore, dimensions of equity and attribution theories are explored as a process mediating the effects of these variables on satisfaction with the employee and the organization.

Abstract: The adoption and usage of enterprise systems pose new challenges and provide new competitive opportunities, especially for small and medium-sized enterprises (SMEs). Yet, SMEs are only just beginning to embrace these new opportunities. Thus, this study attempts to test the influence of business complexity on enterprise systems, and business alignment and the achievement of enterprise systems benefits in SMEs.

Abstract: This study presents a case study
carried out in a public Higher Education Institution HEI) that adopted an ERP
solution for its economic management processes. The objective of this study is
twofold. First, we attempt to understand how the process of selection,
implementation, use and maintenance of the ERP have evolved in the HEI.
Second, we attempt to analyze how the different employee roles changed along
the whole process and how they perceived the process. The research methodology
is a combination of different research methods and techniques. Next we will
explain in detail the case study background and the research methodology.
Finally, we present the key aspects that we will present in the workshop.

Abstract: This paper explores the use of multimethod
research design. With the development and legitimacy of both qualitative and
quantitative research the combination of both types is expanding. In this
paper we present how we have explored the multimethod approach by using an
example domain in a step-by-step manner, learning about the strengths and
weaknesses of this approach. The context is a doctoral research project whose
aim is to study critical success factors for Enterprise Resource Planning (ERP)
implementation projects.

This presentation focuses on the adapted and extended
implementation of the SEI Continuous Risk Management method within a higher
education institution software project unit. Our results show that although
the SEI method is valuable it benefits from its extension with organizational
risks. We extended the method with a list of organizational risks based in a
model of critical success factors for ERP implementations. We also developed a
risk management support system that helps risk management team to track and
monitor these activities.

Abstract: Enterprise Systems (ES) are now
established business operating systems in many organizations worldwide.
Knowledge management research in ES has been significantly focused on the
creation, sharing and storage of knowledge. However, it is often not clear
what type of ‘knowledge’ has to exactly managed. Therefore, there is a need to
address the epistemological domain of knowledge along the implementation
phases of the market leading Enterprise Systems SAP R/3. This exploratory
study attempts to identify and analyze the different types of knowledge along
the implementation phases of a SAP system. Through an analysis of knowledge
types and critical success factors along the phases of SAP’s implementation
methodology, it is possible to gain insights into the relevance of knowledge
types required for implementing an ES.

Abstract: ERP implementation project success is influenced by a
large number of factors, which most of the time are difficult to measure
objectively. User involvement and participation is one of the most cited
critical success factors in ERP implementation projects, and one of the most
critical ones for their satisfactory outcome. This study attempts to define a
set of metrics for monitoring user involvement and participation within ERP
implementation projects by using the Goals/Questions/Metrics method. The
results of this work are twofold. First, a literature review is presented on
the user involvement and participation topic as related with ERP
implementation projects. And second, the use of the Goals/Questions/Metrics
method is proposed to develop a metrics plan to monitor and control user
involvement and participation within ERP implementation projects.

Abstract: This paper describes a case of an Enterprise Resource
Planning (ERP) implementation in a Portuguese SME. We focused on the
identification of organizational factors that affected the ERP implementation
project. We also analyze the ERP implementation project from a national
cultural perspective using Geert Hofstede’s dimensions. These dimensions are
used to explain some of the attitudes and behaviours during the ERP
implementation project. Our findings enforce that some of the problems in ERP
implementation projects are not of technological nature but may be attributed
to organizational factors while some issues are related to national culture.

Abstract: This research-in-progress paper proposes the use of a
statistical approach named Partial Least squares (PLS) to define the
relationships between Critical Success Factors (CSFs) for ERP implementation
projects. Some researchers have noted that there are relationships between
these CSFs. However, no one has yet tried to define in a formal way these
relationships. In this paper we present an overview of the PLS approach and
provide an application example of the PLS method where we use two CSFs: those
related to project sponsor role and project manager role. However, our
research is being extended to all of the CSFs within our own CSFs unified
model.

Abstract: During the last years some researchers have studied the
topic of critical success factors in ERP implementations. Up to this moment,
there is not enough research on the management and operationalization of
critical success factors within ERP implementation projects. The
identification of factors leading to success or failure of ERP systems is an
issue of increasing importance, since the number of organizations choosing the
ERP path keeps growing. In this paper, we analyzed the evolution of strategic
and tactical factors along the ERP implementation phases. Our findings suggest
that while both good strategy and tactics are essential for a successful ERP
implementation project, their importance shifts as the project moves through
its lifecycle.

Abstract: Though the implementation of an ERP project reaps, it does not come without
risks. During ERP implementation, project managers usually focus more on
technical and financial aspects than the non-technical issues. This article
presentes a unified critical success factors model for ERP implementation
projects.

Abstract: This technical research report proposes the usage of a statistical approach named Partial Least squares (PLS) to define the relationships between critical success factors for ERP implementation projects. In previous research work, we developed a unified model of critical success factors for ERP implementation projects. Some researchers have evidenced the relationships between these critical success factors, however no one has defined in a formal way these relationships. PLS is one of the techniques of structural equation modelling approach. Therefore, in this report is presented an overview of this approach. We provide an example of PLS method modelling application; in this case we use two critical success factors. However, our project will be extended to all the critical success factors of our unified model. To compute the data, we are going to use PLS-graph developed by Wynne Chin.

Abstract:In order to achieve success in a software project, it is important to define and analyze the
most critical processes within the project. A common approach to define
most critical processes is the Process Quality Management (PQM) method.
However, the process structure of the PQM method is too simple since it
only provides one level of process analysis. Real cases imply project
process structures that are more complex. We have improved the PQM
analysis section to provide more depth to real project structures. This
study attempts to analyze this issue in a specific type of software
projects: Enterprise Resource Planning (ERP) implementation projects. We
present a framework to analyze most critical work packages in ERP
implementation projects. We then apply the result of the analysis to SAP
implementation projects. The result is a list of critical work packages
in each phase of a SAP implementation project. These results show the
higher importance of work packages related with organizational and
project management aspects compared with the technical ones. Therefore,
these results evidence the need of project managers to focus on these
work packages.

Abstract:Existence
of an adequate project champion role has been identified as a critical success
factor in ERP implementation projects. However, the figure of the project
champion is not yet quite well understood. Some authors relate it with the
project sponsor figure while others relate it with the project manager figure.
This paper tries to clarify these concepts. Our research framework has been
based upon an extensive ERP literature review and a web survey. The findings of
this survey show that the adequate project champion role is that of the project
sponsor; respondents also think that both project manager and project sponsor
are critical to the success of an ERP implementation project and not merely the
project champion figure. We also show the interdependence between project
sponsor role, project manager role and ERP project success, for which we present
an interdependence model.

Abstract: Lately,
Grounded Theory method is gaining importance as a method for theory building.
However, its application is not free of criticism due to lack of rigour and
formality in research procedures and description of results. We analysed four
cases were Grounded Theory method was used and, for each case, we identified
several issues to the use of this research method. A number of recommendations
and a list of critical success factors for practitioners has been generated as
a result of the findings of this study. We think that this information might
be useful for people that is starting a research project and want to use
Grounded Theory method.

Abstract: During the last
years some researchers have studied the topic of critical success factors in
ERP implementations, out of which 'training' is cited as one of the most ones.
Up to this moment, there is not enough research on the management and
operationalization of critical success factors within ERP implementation
projects. This paper presents a proposal for monitoring training in ERP
implementations. In order to develop a set of metrics for such a monitoring
task, we have used the Goals/Questions/Metrics (GQM) approach. The GQM
approach is a mechanism for defining and interpreting operational, measurable
goals. Because of its intuitive nature the approach has gained widespread
appeal. As a result, we propose a GQM preliminary plan with different metrics
to monitor and control training while implementing an ERP system.

Abstract: ERP implementation
success is influenced by a large number of factors, which most of the times
are difficult to measure objectively. Adequate Business Process Redesign (BPR)
is one of the most cited critical success factors in ERP implementation
projects, and one of the most critical ones for the their satisfactory
outcome. This study attempts to define a set of metrics for monitoring BPR
within ERP implementation projects by using the Goals/Questions/Metrics
method. The results of this work are twofold. First, a literature review on
the BPR topic as related with ERP implementation projects is presented. And
second, a Goals/Questions/Metrics preliminary plan to monitor and control BPR
within ERP implementation projects is proposed.

Abstract: Some researchers
have studied the critical success factors in ERP implementations, out of which
sustained management support is cited as the most one. Up to this moment,
there is not enough research on the management and operationalization of
critical success factors within ERP implementation projects. This paper
presents a proposal for monitoring sustained management support in ERP
implementations. In order to develop a set of metrics for such a monitoring
task, we have used the goals/questions/metrics approach. As a result, we
propose a GQM preliminary plan with different metrics to monitor and control
sustained management support while implementing an ERP system.

Abstract: During the last years some researchers have studied the
topic of critical success factors in ERP implementations, out of which
'training' is cited as one of the most ones. Up to this moment, there is not
enough research on the management and operationalization of critical success
factors within ERP implementation projects. This technical research report
proposes a framework for monitoring and evaluating training in ERP
implementation projects. In order to develop a set of metrics for such
monitoring and evaluating tasks, we have used the Goals/Questions/Metrics
(GQM) approach. The GQM approach is a mechanism for defining and interpreting
operational, measurable goals. Because of its intuitive nature the approach
has gained widespread appeal. As a result, we propose a GQM preliminary plan
with different metrics to monitor, control and evaluate training while
implementing an ERP system. We also propose a three dimensional framework to
interpret the metrics defined.

Abstract: ERP implementation success is influenced by a large
number of factors, which most of the times are difficult to measure
objectively. User involvement and participation is one of the most cited
critical success factors in ERP implementation projects, and one of the most
critical ones for the their satisfactory outcome. This study attempts to
define a set of metrics for monitoring user involvement and participation
within ERP implementation projects by using the Goals/Questions/Metrics
method. The results of this work are twofold. First, a literature review is
presented on the user involvement and participation topic as related with ERP
implementation projects. And second, a Goals/Questions/Metrics preliminary
plan is proposed to monitor and control user involvement and participation
within ERP implementation projects.

Abstract:Many
organizations have adopted ERP systems, but most of them are not aware
of the total costs associated with them, and they only consider the
costs related with the software acquisition. This article is an
exploratory study that sets out to identify other costs related to ERP
systems during their life-cycle. Through the different phases of the
life-cycle we define and categorize the various costs. The costs were
classified as tanglible and intangible. We also describe a case study
where the costs related to the three initial phases of the life-cycle
were analyzed: acquistion, implementation, and usage and maintenance.
Finally, some conclusions are drawn and we pose some research questions
for further work.

Abstract: This paper seeks to analyze the relevance of critical
success factors along SAP implementation phases. The ASAP implementation
methodology is used as the SAP implementation reference model. Applying
a process quality management method and the grounded theory method, we
derive a matrix of critical success factors versus ASAP processes. Then,
we evaluate the relevance of critical success factors along the five
phases of ASAP, specifically of those ones related with organizational
perspective. These findings will help managers to develop better
strategies for supervising and controlling SAP implementation projects.

Abstract: Despite the growing
interest on ERP systems, publications on these systems within the
academic Information Systems community, as reflected by contributions to
international conferences and journals is only emerging. The goal of
this study is to provide an annotated bibliography of the ERP
publications published in the main Information Systems conferences and
journals and to review the state of art in this area. The surveyed
publications are categorized through an ERP life-cycle based framework
that is structured in phases. The phases are the different stages of an
ERP system life-cycle within an organization.Furthermore, we present topics for further research in each
phase.

Abstract: During the last years some researchers have studied the critical success factors (CSFs) in ERP implementations.
However, until now, no one has studied how these CSFs should be put in practice to help organizations achieve success in ERP implementations. This technical research report attempts to define the usage of Goals/Questions/Metrics (GQM) approach in the definition of a measurement system for ERP implementation projects. GQM approach is a mechanism for defining and interpreting operational, measurable goals. Lately, because of its intuitive nature the approach has gained widespread appeal. We present a metrics overview and a description of GQM approach. Then we provide an example of GQM application for monitoring sustained management support in ERP implementations. Sustained management support is the most cited critical success factor in ERP implementation projects.

Abstract: Despite the benefits that can be
achieved from a successful ERP system implementation, there is already
evidence of high failure risks in ERP implementation projects. Too
often, project managers focus mainly on the technical and financial
aspects of the implementation project, while neglecting or putting less
effort on the nontechnical issues. Therefore, one of the major research
issues in ERP systems today is the study of ERP implementation success.
Some authors have shown that ERP implementation success definition and
measurement depends on the points of view of the involved stakeholders.
A typical approach used to define and measure ERP implementation success
has been critical success factors approach.Along this line, in this
research we seek to contribute to our understanding of the critical
success factors of ERP implementations and how these factors can be put
into practice to help the process of project management in ERP
implementations. We attempt to build a consensus from previous research
and to derive a unified model of critical success factors in ERP
implementations.For this purpose we apply grounded theory as our main
research method. We have collected all the relevant research material
and we have coded it. To increase the validity and reliability of the
study, the several information sources have been triangulated and
inconsistencies have been clarified with additional documentation. This
study provides the results of the open coding process from our
application of the grounded theory method. After the coding step, we
obtain an initial unified model of the critical success factors in ERP
implementations. We then map these critical success factors in a matrix
with four perspectives: organisational, technological, strategic and
tactical.

Abstract. Since the study of ERP
systems is a new area, there is very little theoretical or empirical
research on the topic. Limited studies have been conducted in the past,
but now, due to the magnitude of the ERP phenomenom, the need for such
studies has become very important. With regard to research on
ERP-related topics, we have found a large scope of research issues and a
great number of influencing variables, which we have here attempted to
organize into a framework. Thus, this initial position paper sets out to
list, define and categorize the research issues relating to ERP systems
within an ERP life-cycle process framework. The framework is structured
in phases and dimensions. The phases are the different stages of an ERP
system life-cycle within an organization, and the dimensions are the
different viewpoints by which the phases could be analyzed.